Starting a few weeks ago we lose our Excede connection to the Internet, usually for just a few minutes, then it comes back

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  • Updated 2 years ago
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We have had the same router (Netgear) and Excede sat. modem for years but these dropouts are something new and getting worse. Is anyone having the same issue?
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John Rogers

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Posted 3 years ago

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Steve Frederick-VS1/Beam314, Champion

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Not me.
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Bev, Champion

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Do you still have the same dropouts if you eliminate the router and connect one computer directly to the modem with a cable? If so, it may be getting time for a new router. I've replaced three of them over the years (lightning fried one because partner forgot that it needed plugged into the surge protector so lost it a week after I bought it.)
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John Rogers

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Thanks. Have not tried that but might when I get some time...
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Gregory Davis

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We have our WiFi router and Exede modem protected with an UPS, and a few years ago had a whole house generator installed. This generator kicks in after 30 seconds of NO POWER - so we haven't lost our connection due to a power loss. In the past when the weather is CLEAR and I've lost the internet I will shut everything OFF - wait 5 minutes and then power on the modem first - watching the lights indicate a normal bootup. After the modem has setup a comm link with the satelite then I will power up my router - this seems to clear up this problem - hadn't had to do this for severl months.
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John Blount

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Like Gregory, I have had this problem for awhile, usually about once a month or so. You must power up the router after the modem has made a satellite connection. With that being said, I seem to lose connection between 5 and 6 AM local time every day, only for a few minutes, then it is back online.
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Diana, Viasat Employee

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Hi John,  There could be many reason that is causing your service to lose connection.  Please send your account and contact information to exedelistens@viasat.com or call our customer service team at 855-463-9333. Thanks
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Jackie Setzer Miller

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I am having the same problems with the dropout of our signal. We started with Wildblue, then upgraded to Excede now we have upgraded to the 30GB Liberty 30 each time upgrading our package. During this whole time we have replace our router and cables twice and we pay each month to rent our equipment. With what we have to pay we could have probably paid for cable access to have been installed the 2 1/2 miles to our home. How can we get a new Modem? Account # xxxxxxxxx Glenn K. Miller
(Edited)
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Brian Shackelford

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Local cable company here said it costs 100k per mile of cabling. I think we had one client that needed it about half a mile and the cheapest they would go to do that was 10k. So you would probably have a few years before you would end up paying the same.
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Diana, Viasat Employee

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Hi Jackie, Thank you for letting us know about your service issue.  I removed your account number. This is a public forum and I wouldn't want anyone else able to access or call in referencing it. I will look into your internet service dropping and get back to you.  Please send an email to exedelistens@viasat.com  Thanks so much!